The Hiring Company

An Australian owned award-winning Managed Service Provider renowned for helping organisations grow by removing the IT capital investment required to fund expansion. By delivering IT as a Service, we have revolutionised the way organisations access technology and communications with affordable solutions that provide true scalability, elasticity and agility.

We achieve this by providing IT management, IT strategy and converged IT services to clients across Australia, New Zealand, Asia and North America. Our proprietory technology and platforms empower clients to innovate, explore and grow their businesses globally through secure and efficient access to their applications and systems, anywhere, anytime. When joining us, you are joining an organisation that is driven by our core values of employee and customer experience. We are proud to be an equal opportunity employer and are committed to building a diverse and inclusive workplace where we embrace our individual talents, and our differences.

The Role

This role requires you to work on a 12-hour rotational roster, you will be required to work two out of every four weekends. You might also be required to work public holidays when needed, though you will receive Time Off in Lieu as compensation.

Key Requirements

• Strong experience in Infrastructure or Operations support, preferably within a Managed Services Environment
• Good problem analysis and resolution skills
• Practical experience using Remote Monitoring and Management (RMM) Tools such as Solarwinds N-Central, Orion, LogicMonitor, Kaseya, Connectwise.
• Excellent communication skills, ability to interact with team members, client representatives, and vendors to achieve problem resolution
• Appropriate Tertiary qualifications and/or IT Industry Certifications
• Formal training and certification in an industry technology (e.g .CCNA or CompTIA N+) mandatory.
• Experience with Firewalls such as Palo Alto, FortiGate is desirable.
• Previous experience in a NOC/Datacentre/Network technician role
• Experience administering Windows Server environments

Solid understanding of a range of the following technologies:

• Microsoft Windows including Active Directory, DNS,DHCP
• Microsoft Exchange and/or other messaging environments
• Network and Windows Security
• Storage and Commercial Backup Technologies (e.g. Veeam, Shadowprotect, Datto, Commvault, Backup Exec)
• Firewalls such as, Palo Alto, FortiGate, Cisco ASA etc
• Cisco routers/switches
• Citrix
• VMware
• Anti-Virus Technologies

Other Requirements

• Strong analytical and problem-solving skills.
• The ability to demonstrate initiative and provide attention to detail.
• The ability to work autonomously with limited supervision.
• The ability to work remote from your fellow colleagues but still feel comfortable to ask questions when required.
• Excellent verbal and written communication skills
• Team orientated.
• A positive and friendly attitude

Responsibilities

• Identify and action all incoming major incidents from our monitoring tools in a rapid manner.
• Manage our client’s infrastructure according to the satisfaction of our customers in line with our contractual commitments.
• Work autonomously, managing alerts, phone calls, backups, etc to resolution within SLA.
• Provide excellent customer service and communication to all clients
• Ensure the integrity and validity of the environments managed on behalf of our clients
• Support all best practice design, implementation, and management of managed infrastructure solutions
• Identify and provide insight to internal stakeholders on recurring incidents and assist in the root cause resolution where required.
• Ensure the company meeting its obligations in regards to Service Levels
• Network performance and configurations
• Work effectively with the team in transitioning the workflow through to colleagues in the 24-hour roster with clear notes, instructions and info for handover.
• Provide 2nd and 3rd level technical support on Incidents and Requests raised by our customers via email, portal or phone call.
• Work Closely with ISC Network engineers to resolve the issues.
• Rapidly respond and work to resolve incoming alerts generated from our monitoring tools.
• Managing major/critical incidents and communicating updates to key stakeholders.
• Performing Event management (monitoring and actioning events that happen within both our and our client’s infrastructure environments)
• Performing initial triage on all networking outages, including L1 troubleshooting and raising cases to the Vendor where applicable.
• Assisting in managing the day-to-day monitoring of client backups.
• Performing outside of standard hours upgrades, patching, etc where required.

Benefits

• An attactive remuneration package is on offer
• We offer an environment to make a real difference, develop careers within a supportive and rewarding environment.
• Flexibility to work the way that aligns with our values of employee and customer experience, including hybrid/work from home model.
• Regular social events and an awesome culture – work with a team of experts in their field.
• Ongoing training and development including paid certifications.
• Quality hardware and laptop provided.
• A generous bonus package and other performance based incentives